Blog Coveo Insights

Access to Knowledge: A Financial Organization’s Greatest Asset

Posted by Diane Berry on June 18, 2012

Access to organizational knowledge is important for any organization. In the financial services space, it’s a sound investment practice as well.

Take 3i Group, one of the world’s leading investment firms focused in private equity, infrastructure and debt management. Based in London, 3i has over $15 billion in total assets (around £1.5 billion) through 101 portfolio companies across Europe, Asia and the Americas.

3i’s entire business is based on making sound investments – using the information available to their employees to make better decisions, and in turn, generate greater returns. But before Coveo, 3i was dealing with fragmented information from a multitude of sources. Traders and knowledge workers individually searched Outlook, email archives, file systems and CRMs, across offices and geographies. They wasted substantial amounts of time trying to piece together disparate information, while much of their knowledge was already available from within its enterprise. Read more and comment »

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Survey Says: Most Organizations Lacking Contextually Relevant Material

Posted by Diane Berry on June 4, 2012

In order to work efficiently and effectively, it is vital that customer-facing employees and executives have access to the right information—contextually relevant information—at the right time. If not, the inability to engage at the right levels could be the difference between finding new revenue streams and the loss of customer loyalty and brand reputation. This is because true customer engagement focuses on an organization’s ability to understand, adapt and respond to customer needs in a completely agile, real-time fashion.

However, during a recent survey of customer service and support executives, we learned that just 13 percent of those surveyed believe employees can effectively tap into the collective knowledge of their organizations.
• 79 percent said they can only sometimes or almost never get the information they need to make informed business decisions quickly
• 51 percent said they themselves can only “sometimes” get at the information
• 28 percent noted they can “almost never” get the necessary details
• Eight percent said they could not get at the information at all

The survey data clearly demonstrates that organizations continue to struggle with the fragmentation of information at several levels—preventing executives, employees and customers alike, from making timely, informed decisions. Forward thinking companies must seek advanced alternatives to providing an interactive, real-time, one-to-one, end-to-end customer experience. When engaging with customers they must provide insight and knowledge—which is contextually relevant to that customer. Read more and comment »

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BI vs. Analytics: Making Dynamic Analytics Representative of True Business Intelligence (Part 2)

Posted by Ed Shepherdson on June 22, 2011

As I mentioned in my previous blog post (part 1 of BI vs. Analytics), the amount of information impacting business operations continues to grow, as markets change and the rate of adoption of new technologies increases. So what’s the next step in making sense of all this data, quickly and efficiently? The answer is combining business intelligence and analytics, driven by Enterprise Search 2.0 platforms, to get the results you need.

Is measuring the variance in predictability really analytics?

Business intelligence as a platform has significantly improved the ability of businesses to gain insight on answering some of their most important performance questions. At a very basic level, here’s how it works: Read more and comment »

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BI vs. Analytics: Understanding the Role of Each in Making Informed Decisions (Part 1)

Posted by Ed Shepherdson on May 26, 2011

Information impacting business operations is diverse, complex and growing at staggering rates. Due to unrelenting competition, changing markets, and accelerating rates of adoption for new technology, there is a tremendous strain on IT and business infrastructures. Accessibility to actionable knowledge continually sparks the debate between business intelligence and analytics, questioning the roles each of them play in making informed decisions.

In the past, organizations have struggled to find people willing to sift through mountains of data in order to properly analyze the information needed to make smart decisions. BI made this process easier by introducing analytics as part of the company’s strategic decision making process. Unfortunately, many companies striving to run their entire organization based on BI alone have fallen short for a number of reasons:

  1. The same people who were sifting through all of the data are now trying to manage the surplus of data required to create an all-encompassing warehouse;
  2. BI infrastructure and design are faced with a dilemma: as soon as they are completed, they are out of date due to the massive proliferation of data in the business ecosystem. It is almost impossible for organizations to keep up with the veritable explosion of data from new sources;
  3. The needs of an organization are constantly shifting.  In order to respond to these changes, it is necessary (but virtually impossible) to anticipate today what will happen tomorrow.
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